contact center
Strength in Transitions for Customer Care
1 min read
Last week’s Enterprise Connect event was an eye-opening experience from many perspectives. A tour of the exhibit area seemed like a real-time stroll through the history of contact center technology. Several traditional contact-center providers were present, but some former industry powerhouses were notably absent. Also missing were many recent additions to the industry ecosystem. The […]
Enterprise Connect, Day 1 Wrap-Up
3 min read
Enterprise Connect definitely got underway today in Orlando. The sessions grew more crowded throughout the day and the halls got busier. I heard a lot of talk about cloud, hybrid, UCaaS, and WebRTC just in passing conversations. (And I finally stopped looking for small dogs – the jingle of the badge lanyards somehow sounds like […]
Make Some New Friends: Jimi Hendrix and Customer Experience Part 2
1 min read
Do the names Linda Keith and Chas Chandler ring a bell? Well, without their influence, we may have never heard of Jim Hendrix. In May 1966,...
Declutter For Your Customers
2 min read
We’re moving. After twenty-five years in the same house, my wife and I will soon be living in a new place. Moving isn’t fun. It’s not just leaving the home where we raised our two boys, but getting rid of all our unneeded items. We’re not hoarders or packrats, but it’s downright astonishing how much […]
Mr. Spock Meets The Contact Center
2 min read
One of the most enduring characters introduced in 1960’ television vas the venerable “Mr. Spock” of Star Trek fame. Leonard Nimoy played Spock after having only...
Small Business – Make it Big with Positive Customer Experience
2 min read
Last week, I had an opportunity to attend an event for small and medium-sized businesses. It was an amazing experience. The business leaders there shared a passion for their solutions and a desire to take their companies to the next level and “make it big”. In a technology-enabled world, the features and functionalities of a […]
Should I Use Cisco Spark in my Contact Center?
2 min read
It has been more than a year since I started using Cisco Spark. And it has been a year of learning and changing how I work with my...
Can Your Customers Name Your Brand in Three Notes?
1 min read
Drummer Bernard Purdie has played on over four thousand recordings in his fifty-year career. The self-proclaimed “Hitmaker”, he has recorded with Steely Dan, B.B. King, Hall and Oates, Miles Davis,...
Improving Customer Loyalty with Data & Analytics
2 min read
You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues. According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer Loyalty, two major factors affect customer loyalty during an interaction: The first is how much effort is required […]